Client Care Coordinator

**APPLICATION INSTRUCTIONS**

Thank you for your interest in working with us here at Helping Hands

**SUMMARY**

The Client Care Coordinator (Care Coordinator) is responsible for the intake and onboarding, scheduling of services, and ongoing assessments of clients of Helping Hands. The position will schedule day-to-day staff, considering the Employment Standards Act, health and safety, and client care needs. They will assist clients in accessing appropriate resources both internally and externally, to meet their care needs. The Care Coordinator must ensure that all functions are conducted in a timely and efficient manner, meeting all organizational requirements and will develop a strong knowledge of all program frameworks at Helping Hands and applicable policy and legislation.

**Hours**: This is a full-time position based on working 37.5 hours per week. Must be available to work a variety of hours including days, afternoons, evenings, weekends and holidays.

**Description of Duties, Responsibility and Authority**
- Ensure provided staff is available and scheduled to meet client needs
- Schedule the on-boarding/orientation program of front-line staff
- Schedule the continuous training programs of front-line staff
- Schedule and support all homemaking, PSW, and HAL Program
- Schedule vacation and other forms of leave for department front-line staff
- Analyze staffing needs and assist the Program Managers with staffing projections
- Cancellation tracking and recording, including metrics
- Conduct initial and ongoing assessments both in-home and over the phone (RAI CHA, Financial Assessments, etc.), as required for Helping Hands; act as a designated User, Viewer, and backup Uploader for RAI CHA assessments
- Based on completed assessments and under the direction of Program Managers, admit or decline admission of clients to services at Helping Hands, Completing the onboarding and profile set-up from start to finish.
- Assist with referral management and program waitlists through HPG;
- Act as a point of contact for clients for program information and intake process
- Maintain and track due dates of RAI’ for all applicable clients
- Assist Managers with QIP standards
- Assist Managers with assessing, investigating, and following up on incidents related to clients
- Providing data entry duties including entering assessment information, statistics, etc.
- Respond to inquiries from a variety of different parties including staff and management (internal) and clients (external) by providing adequate, correct information and answering questions and/or concerns
- Initiate and maintain a strong working relationship with Patient Navigators and Client Coordinators at hospitals in respective sub-regions
- Ensure safety protocols and procedures are adhered to at all times; promote safe work activities by participating in safety initiatives, training, and attending safety meetings, as needed. This may also include acting as the Employee Safety Representative for the organization
- Respond to emergencies (including after-hours situations) for the purpose of addressing immediate safety or client care concerns
- Follow all administrative and operational policies and procedures
- Maximize the efficiency of scheduling by analyzing distances and ensuring schedules are produced consistently
- Bring to the attention of the Manager any incidents, complaints, and/or accidents in the organization. Such issues are to be reported immediately or as soon as practical.
- Support the administration of modified work of front-line staff as assigned
- Perform administrative functions
- Assist the Managers with scheduling performance evaluations of staff
- Prepare a variety of documents including reports, memos, etc. for the purpose of documenting activities and conveying information on best practices
- Attend meetings and Huddles, as required
- Assist the Manager to ensure that all qualifying requirements, such as the RAI CHA, are completed and kept up to date; scheduling PSW staff to conduct RAI CHA assessments
- Take training modules, as directed by management
- Engage in the HH Communication Portal regularly (at least once per week)
- Adhering to and re-enforcing the organizational structure and policies, providing support where needed to meet client needs
- Participating in the after-hours on-call rotation with Coordination staff, in order to provide support to front-line staff
- Any other duties, as assigned

**Required Knowledge, Skills, Abilities, and Other Qualifications**:

- A Diploma or degree in Social Services Work, Medical Administration, or related fields, or a minimum of 3 years experience in a related field
- Experience completing various client assessments is an asset
- Computer proficiency, with knowledge of assessment software, AlayaCare, and Microsoft Office Solutions
- Must have a valid driver’s license and reliable vehicle
- Self-starter: analytical problem-solving capacity and the ability to work under mínimal supe